IT Manager

Summary:
The Children’s Trust’s Information Technology (IT) team is responsible to implement strategically aligned solutions to increase the use of information to support decision making to meet financial, strategic, and operational goals. The IT team supports all departments throughout The Trust, and its community networks and provider partnerships. The IT Manager’s role is to collaborate and engage with system and report developers throughout the development cycle to ensure that user requirements are met. Testing is a vital part of the development lifecycle and is critical to meeting user requirements and delivering quality solutions in a cost effective and efficient manner. The Children’s Trust ecosystem provides support for staff to work with full-functionality whether onsite and remote. The IT Manager implements the security measures in alignment with cybersecurity strategy and coordinates risk mitigation activities. The IT Manager serves as the contract manager for IT contracts. This role requires exceptional communication, coordination and organizational problem-solving skills.

Reporting Relationships:
The IT Manager reports directly to the Director of IT. Performance is reviewed through meetings, reports, and observation of results achieved.

Essential Duties and Responsibilities:
The IT Manager is a key business/technical resource for users. As changes occur in the IT ecosystem, this person will develop service management communication protocols that would alert staff and external users of system issues and changes that would potentially impact them. In support of the development lifecycle, the IT Manager is a key resource to develop and deliver testing plans, user training and support documentation, and manage user feedback acquired through the helpdesk.

Key Responsibilities:
Testing
• Responsible for overall design, management and coordination of System and User Acceptance Testing (UAT) activities in accordance with development timelines.
• In conjunction with Research Analysts and developers, design: functional tests, customer user case scenario testing, stress testing, performance testing, scalability testing
• Ensures testing specifications are properly linked to detailed business requirements
• Ensure deployment testing is included in all IT system development.
• Creates roles and responsibilities for testing participants.
• Ensure testing team responsibilities are being met
• Responsible for documenting and reporting any defects identified during testing.
• Ensure all testing defects are assigned, resolved and re-tested
• Coordinate UAT signoff activities
• Schedule and facilitate testing meeting with testers
• Communicate and escalate testing issues to IT Director in timely fashion
• Responsible for managing change control of documents
• Publish IT system user documentation, training materials and resources in shared library (SharePoint) for users to access.
User Support/Helpdesk
• Review and manage helpdesk queue minimally at beginning and end of each day to ensure prompt service response to users
• Evaluate incidents and escalate with service provider those requiring urgent and/or priority resolution; follow-up as needed
• Analyze helpdesk data points to monitor SLA issues and reduce resolution time
• Monitor and assess helpdesk incidents to evaluate and analyze categories/types of incidents, resolution time and resources.
• Review helpdesk incidents to recommend options to mitigate helpdesk incidents (i.e., training, system/business process change, etc.)
• Analyze service desk/incident issues and provider visit feedback to design and deliver effective training and training materials for system users.
• Hardware inventory management including tracking, checking out devices, retiring, wiping, and physical setup for new employees
• Vendor management/support - establish and nurture effective relationships with service providers
• Communicate and escalate helpdesk issues to IT Director in timely fashion
• Prepare user friendly ‘Tech tips’ for publication in “The Voice”
Cybersecurity
•      Partner with vendors to implement risk mitigation and system improvement activities
•      Report all incidents, cyber attacks and detected threats to IT Director and Chief Information Officer
·•     Identify opportunities to minimize security risks
·•     Prepare user friendly educational and informational security communications

Fiscal and Contracting
•     Initiate and manage IT contracts, bids, purchase orders and related invoices
•     Plan and procure IT hardware and software solutions

Qualifications
The incumbent must have a bachelor’s degree and three to five (3–5) years’ experience in business, project management, computer science or related field. Equivalent combination of related education and experience will be considered.
Required:
• Strong knowledge (including administration) of Microsoft Office 365 productivity tools including Teams, Excel, PowerPoint, and Word; knowledge of meeting solutions and platforms.
• Familiarity with workflow and project management software.
• Ability to manage multiple concurrent projects and tasks.
• Ability to work with people with diverse backgrounds (technical and non-technical).
• Excellent interpersonal and communication skills (verbal and written) required.
• Strong analytical and problem-solving skills.
• Outstanding customer support skills.
• Must be self-motivated and able to work independently.

Hybrid Work Arrangement:
This position is allowed to use The Children’s Trust hybrid work arrangement of flexible working schedule that allows employees to work both remotely and from the Miami office generally 2-3 days per week.

Scope of Responsibility:
The IT Manager is accountable for the cost-effective and efficient attainment of The Trust's objectives, and conformity to Board and internal policy, procedures, direction and protocol. Errors in fact, interpretation or judgment can undermine the overall effectiveness and success of The Trust. The incumbent is expected to demonstrate the highest level of discretion and business conduct and ethics.